Continual

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Troubleshooting ​

Use this page when something in Continual does not look right during setup or daily operations.

I Cannot Sign In Or Accept An Invitation ​

Check:

  • You are signing in with the exact email address that received the invitation.
  • The invitation is less than seven days old.
  • You are opening the correct application for your role.
  • The latest verification code is being used.
  • Email verification messages are not in spam or quarantine.

For password recovery, expired invitations, second-factor verification, and kiosk PINs, see Access & Sign-In.

No Checks Appear As Due ​

Check:

  • The mobile app is using the correct factory.
  • The selected Line or Group and machine have active checks.
  • The check schedule is due for the current time.
  • The check is not archived.
  • The factory timezone and shift configuration are correct.
  • The active line format is correct for format-change checks.

In the portal, review Operations -> Checks -> Definitions and Operations -> Checks -> Activity.

The Manual Trigger Button Is Missing ​

Confirm that the selected machine has at least one active check using the Manual trigger, then pull to refresh the mobile app. The button appears on the machine screen and starts every active manual check assigned to that machine.

See Manually Triggered Checks for the full workflow and additional checks.

A Check Is Due At The Wrong Time ​

Check:

  • Factory timezone in Settings -> Factories.
  • Check schedule in Operations -> Checks -> Definitions.
  • Factory shift configuration for shift-start checks.
  • Grace period length.

If the schedule was configured before the factory timezone was corrected, review the check schedule again.

A Format-Change Check Did Not Fire ​

Check:

  • The active format was changed from Operations -> Formats or the mobile line format selector.
  • The check schedule type is On Format Change.
  • The check is assigned to the expected machine under the line.
  • The line has active format definitions.

Use Operations -> Formats to confirm the format change history.

A Centreline Target Looks Wrong ​

Check:

  • The current line format.
  • The machine format selected for the check target.
  • Whether the check uses a target for all formats or format-specific targets.
  • Whether the operator selected the expected machine.

Update targets from Operations -> Checks -> Definitions.

Mobile Data Looks Stale ​

Try:

  • Pull to refresh the current mobile screen.
  • Reopen the line or machine screen.
  • Confirm the device has network connectivity.
  • Confirm the user is still signed in.

The mobile app requires an active connection to submit check results.

A Mobile Result Will Not Submit ​

  1. Keep the check screen open and reconnect to Wi-Fi or mobile data.
  2. Confirm the offline warning has cleared.
  3. Submit the result again.
  4. Return to the machine and confirm its due count changed.

Do not assume a result was recorded unless the app confirms submission. If the problem continues, note the check name, machine, local time, and error message before contacting support.

A Check Was Skipped By Mistake ​

Skipped checks appear separately from completed and missed checks in reporting.

If a check was skipped by mistake, complete the next due instance normally. Use notes or an action if the skipped instance needs context for audit purposes.

An Action Did Not Close ​

Check:

  • Whether the action is a defect or deviation.
  • Defects require explicit resolution and verification.
  • Deviations usually auto-close when a subsequent centreline result passes.
  • The next result must be for the originating check.

For CMMS escalations, closure sync can take up to the polling interval. See the MEX V15 integration guide.

Notifications Are Missing ​

Check:

  • Notification preferences in Account -> Preferences.
  • Whether the event type is enabled for push or email.
  • Device-level notification permission for push notifications.
  • Spam or quarantine folders for email.

Digest emails depend on factory digest settings and the scheduled generation job.

A User Cannot Access A Feature ​

Check the user's role in Settings -> People.

  • Operators can complete and skip checks.
  • Managers can manage checks, actions, formats, and output.
  • Admins can manage factory configuration and team access.
  • Owners can manage everything, including other Owners.

See Roles & Permissions for the full matrix.

Reports Do Not Include Expected Data ​

Check:

  • The selected factory, line, machine, and date range.
  • Whether the check instance due date falls inside the period.
  • Whether skipped instances are excluded from the metric you are reviewing.
  • Whether output data has been entered for production metrics.

See Metrics Glossary for formulas.

A Report Is Still Generating Or Will Not Download ​

  • Wait for the report status to change from generating to ready.
  • Refresh the Exports tab before requesting another report.
  • Confirm no more than three reports are already generating for the organisation.
  • Reduce the date range if a large report repeatedly fails.
  • Check that the browser allows downloads from the Continual portal.

If a ready report still cannot be downloaded, record the report type, filters, factory, and generation time.

Still Stuck? ​

See Contact Support for the information to include when reporting a problem. Never send passwords, PINs, verification codes, or integration credentials.